I got up a week ago to find that there was no service on my boxes. I called to report the trouble and was offered an appointment. No problem.
When I later left the house, I found that the cable to my house had been pulled down, probably by a crane that was working on the block. I called the company back to advise them, so that they would be prepared when they came.
The day of the appointment came. I started getting calls from a name I didn't recognize, so I let it go to voicemail. No message, just repeated calls. Finally I get a call from the company asking if I'm home. The rep said that the tech had been calling me. So I immediately call him. He says that he'll be there in ten minutes. Half an hour laterabout 4 pmI call him again. He clearly has no idea who I am so then says that he'll there by 6:00. An hour later I get a call from the company who says that he can't come back and someone would be out the next day, a Saturday. He clearly missed the cable lying on the ground.
The next day the tech calls me from outside the house about 9 AM. I told him that I'd be out shortly and explain how the cable is down on the ground. Before I can get outside, he calls me again to tell me that he needs assistance so he was going to get somebody. I wait all day, until 8:30 PM. I don't hear a peep from the company, despite repeated calls to customer service.
When I hear nothing from Optimum by 10:30 on Monday, I call customer service, only to learn that my trouble report was closed out without any explanation and I have to make a new one, waiting for the next available appointment, no consideration as to how they screwed up.
I found that Customer Service can only send emails to the technicians side, not even call them, so on Day 7 I am totally in the dark about when my service will be restored.
After being a loyal customer for over 40 years, they refused to take a service call FEE of 80.00.. I disputed the the service tech. report.. It was NOT my fault, and if it was after 40 years of LOYAL service. the could not take the FEE off my account.. Disgraceful!!
My services got cut off July 5. They are still charging me full price for services THEY cut off. I'm not arguing if I owe them money, but who are they to charge anyone for services they are not receiving???
Then the guy on the phone (Jamal) is giving me an attitude, talking down to me, and an overall poor example of a customer service rep.
Worst ever service...going to direct TV!!!!
I have had service techs here 3 times in the past 6 weeks. This time I had no tv on 3 of my 5 boxes. A tech just left my house without the job being finished, said service would be restored by corporate shortly .... Well, he walked out and drove away and now there is no internet, tv or phone service. More than an hour later I am still on the phone with optimum, most of this time spent on hold. I have never been so disgusted or fed up or aggravated, and I am just plain angry! If my office or job was run like this, we would all be fired. I was told I needed a new modem and then a new router and today it was new cable boxes. THE CUSTOMER SERVICE REPS ARE AWFUL HUMAN BEINGS AND CLUELESS, THE SUPERVISORS ARE NO BETTER AND THE TECHNICIANS ARE NO MORE SKILLED THAN THE AVERAGE PERSON ON THE STREET! This is the last straw. I want some kind of monetary compensation from them and then I am definitely switching to FIOS now that it is in my area, I don't even care if it is more expensive. PS Still oh hold again and it is now another 38 minutes. I am sure corporate does not even read these.
WE ARE ON DAY 5 , SICK OF THE LIES FROM THE OPTIMUM TECHS, We had an all day appointment scheduled for yesterday , i could not leave the house , no one showed up! we called at 8 pm the guy tells us he will be there in 15 minutes , he did not show up! we waited until 9.30 pm called back from our cell phone, the new tech tells us that the other guy lied to us and they will not be coming, we had to re schedule! we did not get any explaination nor an apology! we have had no home phone service or internet service for 5 days now ! ready to pull the plug on optimum ! we asked for managers, or supervisors just get runaround, they told me to go and pick up a new router at their office , i did that , they again turned it on from their end, guess what? goes off 30 minutes later! they are playing games with customers, 10 to 8 pm ha , ha, should have played 1028 on lottery today ! it came out mid day! .. ready to change companies! already got a scam call today about refund , and shutting down cablevision! sick of the bull s---!
Companies like this think they can push their customers around. Everyone needs to seriously think about getting kodi and all these other ways to fuck the cable companies. Use your cell phone as a hot spot. Their Customers service reps are the dumbest people to walk the earth. They make walmart employees look like scholars.
Just spent an hour on the phone with someone who has the IQ of a rock. I recently moved and they set up my new account. I recieved my new bill that had a credit from my previous residents. I paid the remaining balance. I then get a threat letter of cancellation of service if I dont pay. I call customer service who after an hour comes to the conclusion that the balance was sent to my old account. A week later a letter comes that says they found the money it has been applied to my account. Wake up today service is shut off. On the phone again and these funkin morons are telling me I still owe them money from my old account as well as my new one. I have a God damn letter from your company stating you are paid !!!!!! They won't give me a email to send proof nor will the coward of a supervisor get on the phone or give her name. What a piece of shit company... going to the top of the better business bureau chain. I have all the time in the world to torture you pieces of shit.
apparently, optimum customer service and tech support don't get the difference between being an entertainment supplier (cable TV) and a communications utility (phone service). no service for 3rd day, no responsiveness on promised notifications despite multiple calls, and best service call available not next (3rd) day, but 4th day. i wish i could say this is a surprise but price keeps rising and service keeps sinking. time to attach a little dish to our home? could be
Absolutely the worst customer service I've experienced in quite awhile which is sad. I used to find optimum to be very easy to deal with when it was on a local level. Not so anymore. I can't wait to get this service cancelled.
The level of incompetence throughout this entire corporation is mind boggling. I spent over 8 hours on the phone after taking the day off for a scheduled installation which went bad. I was sold a Altice system which was incompatible with my computer because my computer was a desk top and not wireless. One would think that if that was a issue that the sales dept. would ask that question. I then called cust. service and all the fun began. I had to explain my situation to all 13 people that I was passed around to after being on mega hold between each one. None of them took notes, even though I asked each one to please take notes so that the next person would know what was taking place. I was told ( with attitude ) that they were, but they did not. They all asked for a call back number but not one ever called back. Every, either cust. service rep. or sales rep. or supervisor had a different solution or just passed me on to another person and the whole thing would start all over again. Four times when I called and they give you the option of holding or getting a callback, when I got the callback their prompts did not recognize my response to any number which I pressed, so the whole process starts all over again. I can honestly say this has been one of the most frustrating days I have had in at least 20 years, not to mention taking off from work. I am amazed that this co. can stay in business with the amount of incompetence and obvious lack of training they give their employees. Save yourself the aggravation and find another service if you have that option.
1). Your customer service has gone down hill. You call to tell them you have a issue and they argue with you . Very rude employees. Very hard to understand a word they say. They read from cue card and they do not listen to a word you have to say. Wanted to schedule another service call and told him that at the beginning of the phone call and after 45 minutes of Arguing, and asking for a supervisor They finally scheduled me one. All he kept saying was we are charging you 85 dollars. I told him I didn't care about the charges I just want my system fixed.
2) we Lose internet a dozen times in a day every day. I work from home so this causes a huge problem.
Had service calls, problems not resolved. Was told they will come and change the line from the pole to the house, still waiting after 3 months.
Have to reboot our tv boxes lately?
Don't know what you have changed but it's not looking good for your company.
They told me my new tv was no good I had to get another tv..I did exactly that and now this tv is doing the same thing the other tv was doing...that means the problem was never the TVs and no one wants to reimburse me they are the worst ... and then they wanna charge people for there techs to come fix a problem that's within there systems...
When a simple answer requires well over an hour on "chat, hold, and prompt menu's with no resolution or contact with a rep. there is a real internal communications issue. To force a customer looking for a simple explanation of a billing question to dispute the charge on a credit card as the only option to get an answer speaks to Cablevisions communications failure.
THIS IS THE WORST COMPANY I HAVE EVER DEALT WITH!!!! They have the worst website. When I called, I received a callback after 55 minutes, and the system was broken. I couldn't get anyone even after waiting 55 minutes. Then as I have been calling back (over an hour now) their system keeps saying "the service you are requesting is no longer available now", and they hang up. I can't speak to anyone. No one at this company cares one bit about their customers. Find a different cable company that respects their customers. I can't say enough bad things.
I have to say: I should have known from the first day with Optimum - that being when they installed cable Internet service at my New Jersey residence. As Flounder said: Oh Boy, this is going to be "GREAT". I can't recall his name, but I think it was Jim, a retired US Navy avionics technician. He was incrediby fast at his job, but as impressive, he completed the install as if he could do it in his sleep (which I imagine he could). More than that, he carried on a full technically versed conversation with me on almost every aspect of Optimum's service and related settings. I called Optimum as mentioned that whatever they did ; Keep this guy on your payroll !! He's the spirit of your company. Little did I know.
Service with Optimum - in New Jersey - has been likewise a joy ! On one occassion, system response was slow with noticable latency with page loading. I called Optimum. They mentioned my problem to their network technicians - and while it took a little time to be resolved, Optimum's response was at the other end of the spectrum from a former IPS provider - in NY. Optimum's customer support was ALWAYS polite and positive. BTW, all the customer service representatives spoke traditional domestically based English. Please let me add that this last comment - while seemingly insensitive - is an unbasis opinion on the quality of Optimum's customer communications. I've had recent customer experiences with store based retailers and manufacturer representative that I would classify as totally unresponsive and unintelligible - respectively. With regard to the manufacturer's representatives, not only were they unresponsive, I wrote a claim that each and every representaive was a relative of Norm McDonald. As Jim Breuer says: Did you ever understand a single word that Norm said ??
In one instance when I was having problems with the automatic connection of my smart phone to Optimum's Hot-Spots, I could not understand the reason my phone was not connecting. The Optimum tech indicated that in his opinion, there was a setting on my phone that was interferring with the automatic connection. He was right - it was the airplane mode setting. Problem fixed.
Optimum's great service continues to this day ! Yesterday, July 4th, 2018; I called Optimum regarding a modem issue. To my continued surprise, Optimum's customer service representative was not only very local (meaning in the NYC Mero area) - but unbelieveably a true pleasure to speak with. Needless to say, she addressed my issue with truly impressive style and grace. I was certainly more sensitive to the fact of the holiday - but she - like Jim - seemed to totally enjoy her job ( I believe because she didn't consider it a job ).
I followed up with Optimum this morning. Once again, the experience with Optimum's customer service representitive was outstanding. The manner and ease with which she assisted me lead me to believe that she - like all the other customer service agents and technicians - are part of a broad based corporate culture that deserved the title of "ALL-AMERICAN". With all due respect to all the Americans that have fought for our county's independence and qualitiy of life - I can easily say that Optimum deserves such a connotation.
I wish them continued success.
Wait time on the phone to ask questions or resolve problems is unbelivably long. Prices are keep going up. Unfortunately they are not loyal to loal customers. Have utilized the services for 7 years, in stead of showing upreciation to a customer, its continous increase in price. I have to spend at least an hour on the phone to provlems.
What are you doing? My channel 61 weather and traffic now goes to pure advertising at night. It was bad enough when you put on high school sports on instead of the weather and traffic but now you eliminate it all together at night. You truly do not understand that so many people stayed with cablevision/optimum just to keep the local traffic and weather rather then switch to Verizon. Yes, you can say go to channel 12 (News) but that does not give you the weather you are looking for at that minute when you are looking for it.. I have nothing against high school sports but you have a "million" channels to use, why stop "current" weather information for sports. And now, if you want to see the weather for the next day and you are up late, there is no weather channel , this is just dumb
Optuim internet service sucks!The price randomly went up as service continues to go down.Save your money plz!I am still on hole with them now as I write about 45 minutes while at work!!!!
Help help help help , I have the new ALTICE ONE BOXES instilled n three months and to this day my boxes still have problems. since day one i have not been able to enjoy any of my dvr recordings or on demand programming, I have called customer service about 100 times with 7 service visits to my home and still have the same problems, I love your service and hate to leave but I am at the end of my rope, no one seems to want or now how to help me, not fair that I have to pay the full bill when I an not receiving what i am paying for....... they dont even want to here it this is messed up today iam switching to version ..YOUR EQUIPMENT DOESN'T WORK .How can you have a run a business like that.
I have had Triple play for over 30 years (or some variation) with Optimum Cablevision. Usually the service is good. The telephone support, billing and technical are always polite, concerned and helpful. Late April we switched to Altice and have not had a trouble free day in two months. The box in the den and our bedroom had to replace. Seven service call to our home, telephone calls, sometimes four a day have been needed. The box reboots, shuts off, won't reboot for second to hours. It was stuck on reboot for the one entire night. I have unplugged it, held the "red" button for ten seconds at the direction of the telephone tech person numerous times. The home service call two days ago was a polite young man who left, said (as the previous techs had), "It's all fixed." Seven minutes after he left the box shut off the program and began rebooting every 30 to 90 seconds. When I went to call for service; my phone was dead. I used my cell and demanded a tech come that evening. My husband would be home (he's had a stroke in the past) and I am a nurse. I work nights. He had to have a phone if he needed help. I was told no tech could come until the next day but I was relentless and we got the phone back on that night. The TV still shuts off and on, reboots for minutes to hours at time. We haven't seen the end of any programs. I have had to make so many calls, waiting to speak to a tech that I must have spent enough hours in the past two months that if I paid minimum wage for that time I could still go out and dine like a Queen with the money I would have earned. My last service call was to a remove Altice and return to Legacy. I have requested refunds for service charges for days without service and these have been granted. I suggested that for all the problems and huge amount of time this has cost me that Optimum should comp me something. And that brings me to the one telephone person that was not kind,caring and helpful. He Said that I had been credited "X" dollars already. I said, "Yes. I was credited for the charges for when I didn't have service." How kind that you aren't charging me for service not delivered. I used an analogy. When you eat at a restaurant and the meal isn't satisfactory you get comped a drink or dessert (sometimes the meal). I wasn't suggesting the meal but given my undue stress, failure of service, time spent dessert would be nice. The rating is for Altice only
Here we go again. Recordings on my DVR - watched part of the shoe live - picture and audio. Attempted to watch the rest later - what I saw and heard audio watching live ? Not the same as watching playback - no audio. I've spent way too much time and money with this awful company and to add insult to injury I just got our bill today - it went up $2. Never once has anyone offered to credit my bill for the dvr that I never knkw is going to work or not. It's a small miracle they have any customers at all. I'm expecting the return call again with the same excuse of outage. Outage where? No with the channels themselves because live there is audio. Own it - it's YOU cablevision.
I have repeatedly tried to get help from Cablevision about my free on demand. Whenever I watch free on demand & pause it it restarts the show instead of resuming. You cannot fast forward free on demand so I have to rewatch what I've already seen or just stop watching all together. This is ridiculous, I pay good money for my service and should not have to deal with this , I have also been a customer for at least 20 years. Can I at the minimum get a response to this if not a solution?
I absolutely hate optimum. You call their number and it takes thirty minutes for some foreigner to answer your call, and not even understand what the hell you are asking them. Fios, here I come!!
Oh yeah it's horrible! I spent an hour on the phone/hold with them and got NO WHERE!!! Waste of my time and money!